Customer Care Specialist

CSA Group Testing & Certification Inc.; Cleveland (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

CSA Group Testing & Certification Inc. is hiring a Customer Care Specialist to promote growth and superior service within an assigned territory. You will serve as the internal sales and customer contact for inquiries, quotes, and service, supporting CSA Group TIC offerings.

You will collaborate with NAMs, SAMs, and cross-functional teams to ensure proactive account management and a seamless customer experience.

Qualifications

• Post-secondary education required.
• 2-4 years of Sales or Marketing experience.
• Understanding of Salesforce and Workday preferred.
• Knowledge of the safety certification industry.
• Computer proficiency in Word, Excel, PowerPoint, Outlook, and database applications.
• Excellent verbal and written English communication skills.
• Excellent phone and customer service skills.
• Able to maintain positive contacts within all levels of the organization to exchange, explain and interpret information or ideas and follow-up on client requests.

Responsibilities

• Collaborate with Sales, Technical, Operations and Marketing to deliver a seamless customer experience.
• Support NAMs, SAMs and Operations to drive commercial growth across accounts.
• Own existing customer relationships with proactive account management.
• Promote new testing, certification and service offerings to clients.
• Assist sales with timely, accurate information from inquiry to service.
• Engage current customers, positioning CSA Group against competitors as a trusted partner.
• Provide market insight and feedback for new business opportunities.
• Support sales in accelerating new business growth and follow-up.
• Coordinate inquiries, quotes and service delivery with customers.
• Promote testing, certification and Field Evaluation services as needed.
• Coordinate with labs, technical specialists and delivery teams for service delivery.
• Schedule testing and certification activities and provide status updates.
• Manage issues/escalations and monitor CSAT metrics.

Skills

Customer service

English communication

Phone skills

Microsoft Office

Database apps

Education

Post-secondary education required

Tools

Salesforce

Workday

Job description

Employment Status: Regular Time Type: Full time

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today. Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact. Our employees take pride in making a difference in people's lives through the work that we do.

We're looking for people like you to help make it happen.

Job Summary

The Customer Care Specialist (CCS) promotes continued growth and superior customer service for new business and current customers within an assigned territory. Serves as an internal sales and customer contact for initial inquiries, quotes and service within an assigned area and to provide support. Follows-up on sales and marketing opportunities via e-mail and phone communications. Supports and promotes continued growth of new business for CSA Group TIC services.

Primary Duties & Responsibilities

• Work as a member of the Commercial Unit, reporting to a Commercial Manager and acting as a trusted partner to Sales, Technical, Operations, and Marketing teams to deliver a seamless customer experience.
• Collaborate daily with New Account Managers (NAMs), Strategic Account Managers (SAMs), Technical Specialists, and Operations staff to support customer success and drive commercial growth across assigned accounts.
• Take ownership of existing customer relationships, ensuring proactive account management, ongoing engagement, and a consistently high level of service across your portfolio.
• Champion customer growth by introducing new testing, certification, and service offerings, helping customers expand their use of CSA Group services while aligning solutions to their evolving needs.
• Support the sales process by providing timely, accurate preliminary information to prospective customers and existing clients, ensuring a smooth transition from inquiry to quote to service delivery.
• Actively promote CSA Group services by engaging with current customers who may be using competitor laboratories or certification bodies, positioning CSA Group as a value-added, trusted partner.
• Contribute market insight and customer feedback to the Commercial Unit to help identify new business opportunities, emerging markets, and areas of strategic focus for CSA Group TIC services.
• Work closely with the Sales team to support and accelerate new business growth, ensuring consistent follow-up, coordination, and customer satisfaction throughout the sales cycle.
• Partner directly with customers to deliver responsive support on inquiries, quotations, and service coordination within an assigned territory, balancing speed, accuracy, and customer care.
• Proactively engage existing customers to promote CSA Group testing, certification, and Special Inspection / Field Evaluation services, while seamlessly connecting customers with internal experts when additional services are required.
• Communicate and collaborate with internal service teams such as laboratories, technical specialists, and the delivery team to ensure continuous service delivery and quality outcomes.
• Coordinate with the operations team to schedule testing and certification activities and provide updates and status reports to clients.
• Manage any issues or escalations, monitor CSAT metrics, and support the continuous improvement process.
• Maintain accurate records in systems such as Salesforce and Workday, providing reporting on key metrics and insights to sales and management.

Education and Experience

• Post-secondary education required
• 2-4 years of Sales or Marketing experience
• Understanding of Salesforce and Workday preferred
• Knowledge of the safety certification industry
• Computer proficiency in Word, Excel, PowerPoint, Microsoft Outlook, and database applications
• Excellent verbal and written English communication skills
• Excellent phone and customer service skills
• Able to maintain positive contacts within all levels of the organization to exchange, explain and interpret information or ideas and follow-up on client requests

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued.

Please contact us at [e-mail] if you require accommodation in the interview process.

CSA Group’s Testing, Inspection, and Certification (TIC) services help customers around the world demonstrate compliance, build trust, and bring safe, reliable products to market. CSA Group’s Testing, Inspection and Certification (TIC) organization supports market access and innovation, addressing the compliance of emerging, complex technologies through expert testing, inspection, and certification services.

CSA Group provides comprehensive testing, inspection, and certification services that help global manufacturers demonstrate compliance with applicable safety, environmental, and performance requirements. We support our clients’ needs in bringing their products to market with confidence, offering deep technical expertise and industry-leading service delivery across a wide range of current and emerging technologies. Our knowledgeable and helpful assistance builds trust in products, systems, and innovations used every day around the world.

140+ International Markets

Our global labs provide certification services to help you access over 140 markets worldwide.

Established Credibility

We are a true global leader in testing, inspection, and certification, with the CSA mark appearing on billions of qualified products worldwide.

Faster, Reliable Results

Our turnaround times can help get your product to market with speed and efficiency.